Dear customers, do not hesitate to contact us if you have questions. It is our pleasure to assist you. Enjoy your shopping!

FAQs

1. How can I place an order?
Once you have selected an item and its size, you need to add it to the shopping cart. Once you have finished shopping, use the "Cart" button in the upper right corner to complete the order by following the steps described there. The other way is by entering the shipment details in the "quick order" window.
2. How will I receive the order confirmation?
After you successfully finalize your order, you will receive a confirmation e-mail. If you do not receive one within 2 hours, please check the Spam folder of your mailbox or contact us.
3. Can I cancel my order?
You can cancel an order before it is shipped. You can cancel it by phone call.
4. What is the delivery time?
The delivery time is 1 - 4 working days depending on the courier company that you chose, delivery location and the time at which the order was placed.
5. What happens if I am not at the address at the time of delivery?
It may happen that you are not at the specified address at the time of delivery.
In such cases, the courier will try to contact the phone number in the order to set a convenient time for you.
In case the courier fails to reach you, your order will be stored in the nearest office of the courier company for 7 days.
6. How and when will I pay for the order?
The order amount can be paid to the courier in cash or to a POS terminal upon receipt of the shipment.
7. Can I replace the product for another size or another model?
Exchanging the purchased products from the online store is possible within 14 days from the date you received the delivery.
Purchased products can be replaced at the customer's request, regardless of whether they are of the same type.
In case of replacement, the delivery cost in OUR direction (to us) is at your expense, and the delivery upon return FROM us (to you) is at our expense.
8. How can I return a purchased product in order to get a refund?
If you wish to return a product to us and to be refunded the amount, you must send the product back to the address from which you received it.
If you do not keep a bill of lading (AWB) and do not know from which address it was sent to you, you can ask us for help by phone: 0889595991 or 0896863660
The return must be with the "Open" option and with cash on delivery amount equal to the value of the item you are returning to us. The delivery cost for returning the product to us is at the expense of the client.
Once we receive the item you return, you will be able to receive your cash from the courier company the next business day.
9. How to choose the right size?
To make it easier for you, we have prepared detailed information on how to find the right size. See here
10. Do the products have warranty?
All products offered in this online shop have a 1 month warranty, which is valid from the date of receiving the shipment.
11. Who should I contact in case of a complaint?
Complaints are submitted to us through the contact form on the site or by e-mail, only if the products have been purchased from the online store www.ponki.bg. In case of complaints arising from a purchase from a physical store, you should contact the store from which you purchased the product.